Our Store Policies

Customer Service

At Pet’sGo Club, we are committed to providing a transparent, reliable, and customer-focused experience across Europe and the United Kingdom.

Our support team is available to assist with any inquiries related to orders, products, shipping, returns, or after-sales service. We aim to respond to all requests within 24 to 48 business hours.

Customers can contact us via email or through the contact form available on our website.

We are dedicated to ensuring a smooth and secure shopping experience while building long-term trust with our customers.

Privacy & Safety

Pet’sGo Club is committed to protecting your personal data in accordance with applicable data protection laws, including the General Data Protection Regulation (GDPR) and the UK GDPR.

We collect and process personal data such as your name, address, email, and order details solely for the purpose of:

Processing and delivering orders
Providing customer support
Improving our services

All payments are processed securely through certified third-party providers. We do not store full payment card details or sensitive financial information.

You have the right to:

Access your personal data
Request correction or deletion
Withdraw consent at any time

For any data-related requests, please contact our support team.

Shipping & Delivery

We ship across Europe and the United Kingdom.

Orders are fulfilled through international logistics partners and may be shipped from outside your country of residence.

Estimated delivery time is 5 to 20 business days, depending on the destination.

Customers will receive a tracking number once the order has been dispatched.

Please note:

Delivery times are estimates and not guaranteed
Delays may occur due to customs procedures, high demand, or holiday periods
Customers are responsible for any applicable customs duties or import taxes, if required by local regulations

Returns, Refunds & Right of Withdrawal

In accordance with EU consumer protection laws, customers have the right to withdraw from their purchase within 14 days of receiving the product, without providing a reason.

To exercise this right, you must contact us within the 14-day period.

Conditions:

The item must be unused and in its original condition (when applicable)
Certain items (such as hygiene or personal-use products) may not be eligible for return

Our Policy:

We prioritize free replacement for defective, damaged, or incorrect items
If a replacement is not possible, a full refund will be issued

Refunds will be processed to the original payment method within a reasonable timeframe after approval.

Due to the nature of international shipping, returns may not always require physical shipment, depending on the case.

Order Cancellation

Orders may be canceled only before they are processed and shipped.

Once an order has been dispatched, it cannot be canceled. However, customers may still be eligible to request a return under the 14-day withdrawal right, where applicable.

Wholesale Inquiries

For wholesale, bulk purchases, or business partnerships, please contact us directly.

We offer tailored conditions for partners across Europe and the United Kingdom.

Payment Methods

We accept the following payment methods:

Credit and debit cards
Processed by: Stripe Payments

All transactions are processed securely through trusted payment providers.

Why is Stripe payments secure? Highest security standard: Stripe is a payment processor (PCI DSS Level 1). This is the most stringent security certification level available in the payments industry. To protect your personal and card data, all information is encrypted "at rest" using AES-256. Stripe's internal servers cannot even see card numbers.